Employee Center comments updating work notes and not additional comments

[tahnalos]

Right now, when I attempt to add a comment to a ticket in Employee Center, it shows up as a Work note.  We have two asks for this.

1) Comments made from the Employee Center should be done as an Additional Comment, not a work note.

2) Work notes should not be visible on Employee Center, as we are intending to reserve Work Note functionality for internal notes.

[SebastianKunzke · Accepted solution]

Hey Tahnolos,

When you talk about a ticket, do you mean the incident object

1) Without knowing, if you build your own record view or if you use the standard ticket configuration is difficult to answer. In case you are using the standard ticket configuration, please check, if you set up the activity tab correctly. As far I know OOTB you will only be able to write an additional comment. So it sound for me, that you did some short of customizing.

2) The work note will be shown in the ECC based on our role level. Based on OOTB ACL worknotes are not visible for ITIL user (Incident object). A caller without any role will not see the work notes as they are intended as internal knowledge. 

I hope this answer helps you. 

Kind regards 

Sebastian

[tahnalos]

Hello Sebastian

We have our ESC set up to display Requests and Incident tickets.  We are using the Standard Ticket Configuration and the tab configuration setup for both tickets is Activity, Attachments, and Details.  The Activity Tab is set to the Activity Type, so not sure if there is a setting that allows us to define how interactions work and if they go to the Work Notes or Additional Comments.

As for the ACL rules on Work Notes, I will look into it.  Right now, I need to figure out how to set up the interactions so that they are only used as additional comments.

[SebastianKunzke]

Based on my knowledge it should always go as additional comment. I have never seen a different configuration. If you do not get another response from someone, I would suggest to open an HI ticket.

[tahnalos]

Hey Sebastian, as it turns out this was an ACL issue on the Additional Comments field itself.  We had a custom role to allow certain people to add additional comments, but it was removed due to a ServiceNow Patch update.  Those same people also had ITIL so that is why they could only submit Work Notes and not Comments.

Thanks for your help.